Customer Reply to Ticket

  • Resolved brettroby

    (@brettroby)


    7 years, 5 months ago

    Is there a way for us as admins to reply to a ticket and have the content of our reply post to the ticket itself? Similarly, when the customer replies to one of our replies, it would be good if their reply could be posted directly to the ticket chain.

    I’m trying to make this as user-friendly as possible, without having to explain to our admins and customers alike that they need to be actually in the WordPress/internet browser environment in order to interact with a ticket and that they can just use Outlook (or their mail client of choice) to accomplish the same.

    Right now the flow is not working for us, as people who receive replies (meaning admins and customers) simply reply through their mail client, and then we just have an e-mail chain. The entire essence of having a linear ticket chain is basically lost. I think this is a great system but I’m trying to help the less savvy users still be able to use it properly and for all users to get the most out of it. Having to use the internet browser is simply not an effective way for most users.

Viewing 9 replies - 1 through 9 (of 9 total)

  • Hi @brettroby,

    Do you mean older conversion in a same mail? We are going to introduce {ticket_history} template for email notifications, that might be useful for you.

    Thread Starter brettroby

    (@brettroby)

    @gauravdohole

    Thanks for your reply. Let me try and clarify because I think I might have been unclear.

    What I mean is this:

    1. Customer raises/creates ticket through online/Wordpress ticket system
    2. Admins receive e-mail
    3. Admin replies to e-mail using Microsoft Outlook
    4. e-mail that admin writes is posted to ticket that customer raised
    5. Customer receives e-mail from admin
    6. Customer replies to e-mail using Microsoft Outlook
    7. e-mail that customer writes is posted to ticket
    8. …etc…

    Does that make sense? Basically what I am trying to have happen here is the customer to be able to write a response in the e-mail client of their choice so that they don’t have to go to an internet browser to communicate through the ticketing system. It would be nice if their replies automatically posted to the ticket so that they aren’t forced to pull up a browser to use it.

    I am using this system right now for our business and customers aren’t going back to the browser to reply to e-mails that our admins write; they end up writing their responses in their e-mail client so what happens is we end up with an e-mail chain, and the ticket system ends up not getting used to its fullest potential because all of the replies end up in an e-mail chain. Then what happens is the others in the group who might need to be copied may not see the message(s). If we can get them to be able to post directly to the ticket, the transparency is far enhanced because everyone can reply and all their replies can go straight to the ticket so that all can see the correspondence.

    We are currently using the ticket system as an RMA for the equipment that we manufacture. We’re in the semiconductor failure analysis industry, and our models exceed $50,000 so having a solid RMA system in place is something we can really use. It needs to work more along the way that I mention above, where automatic posting via e-mail is an option.

    • This reply was modified 7 years, 4 months ago by brettroby.

    Hi @brettroby,

    In your case Email Piping add-on might be useful.
    For more details please see below link
    https://www.wpsupportplus.com/email-piping/
    https://www.wpsupportplus.com/knowledgebase/imap-email-piping/

    Thread Starter brettroby

    (@brettroby)

    Thanks, @nsgawli. It looks like this piping mechanism might work. If a customer has an existing ticket that they have already raised, can an e-mail that is sent to the piping method be attached to that ticket? That is the key here. Thank you for your help.

    Plugin Author Pradeep Makone

    (@pradeepmakone07)

    Hi @brettroby,

    If a customer has an existing ticket that they have already raised, can an e-mail that is sent to the piping method be attached to that ticket?

    Yes, it is possible. Even though there is existing ticket, customer can reply to notification of that ticket so that reply will be attached to ticket. Please note, there is no exclusive email address for each ticket, customer, staff OR admin have to reply email notification they got in order to attach to ticket.

    Thread Starter brettroby

    (@brettroby)

    @pradeepmakone07, @nsgawli

    Thank you. This sounds like exactly what I need. Is this something that I need to purchase?

    Plugin Author Pradeep Makone

    (@pradeepmakone07)

    Yes, you’ll need to purchase it. You can purchase this on below link-
    https://www.wpsupportplus.com/add-ons/

    Thread Starter brettroby

    (@brettroby)

    I just purchased the plugin and installed it. When I test the connection settings, I am greeted with the following message:

    php-fileinfo module not enabled for your server. Please contact to your host provider.

    Is this something I can configure on my own or do I really need contact our host? Further, am I contacting the web host or the mail host?

    Please get back to me ASAP so I can get this feature enabled on our website. Thank you.

    Hi @brettroby,

    Please contact to your host provider, they will help you to enable the module.

Viewing 9 replies - 1 through 9 (of 9 total)
  • The topic ‘Customer Reply to Ticket’ is closed to new replies.